Dealing with Conflict

We all know the Depeche Mode song lyrics right… "People are people so why should it be, you and I should get along so awfully?" or am I showing my age here?… hmmm… moving right along! Seriously though the song actually goes hand in hand with this topic. It's a call for people to put aside their differences and instead work towards unity. You will have passengers of all personalities, some of which are going to clash, that's life, but it's your approach and attitude as a flight attendant that is going to ensure a smooth and, hopefully, non-confrontational flight 😃

A few points to keep in the right headspace and make sure you are in guiding personality:

Keep in mind of all the possible reasons for passengers traveling — maybe they're heading to a job they hate, a wedding they are stressed about, or even a death in the family. Showing you care and greeting every passenger with a smile is going to start their flight off in the right direction and this simple gesture can influence more than you think, make it a habit to be a source of happiness as passengers board the plane! You know how it goes - tired, hungry, hangry (admit it), all these things affect mood, add to that potentially long multi-connection flights and you might have passengers that just want to get home to eat and rest finally. It's important to be aware that often travelers are not the best versions of themselves, and that's ok, your job is to ensure they have a safe and enjoyable experience… so just keep that at the forefront, even when the exit row passenger wants to debate why he needs to give a verbal ‘yes' to help in an emergency.

When a passenger is upset, they naturally look to blame the person in uniform, and yep that's you. Just be prepared to handle unexpected and potentially awkward situations in a professional and genuinely helpful way. Make it a little challenge to turn this relationship upside down and make the passenger leave thanking you, that will be better for everyone.

Listen. Listen. Listen. Don't instantly dismiss, really try to understand and offer a solution, then follow up to confirm everything turned out as expected. This process of listening, acting, and then following up will help, I promise.

I like to think of every passenger as a family member and I think to myself, "How would I want my Grandma to be treated on a flight?" It may seem obvious but in the rush of the tasks and with 100+ people it can be overwhelming, just try to take a minute to stand back, read the expressions and see who is looking for a helping hand. Then go offer it and make someone's day!